ComplaintsforAlexandria Hyundai LLC

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has not been communicative with me regarding my vehicle. They have had it in their possession for several weeks since 18 Jul 22. They said they would have to perform an engine teardown to evaluate what caused the issue to determine if it was covered under warrant. Two plus weeks have passed and this has not been done and I am very suspicious of what is going on. The vehicle lost engine power on the freeway which put me in a very dangerous situation. I have repeatedly reached out to them for questions but they would state no work has been done and/or that someone would call me back. Which as of 4 Aug 22, has not happened. Since 18 Jul 22 I have made numerous attempts to get an update on my vehicle. They staff I spoked to didn't have any answers and told me a service manager would call me back. As of 4 Aug 22, the portal they assigned to me to check for status updates has not been updated.

  

  Business response

  08/22/2022

  Dear ****************:

  Thank you for your correspondence last week regarding ******************' vehicle.  Upon receipt of your email, our Service Manager, Gerald A*************, followed up on this warranty matter with Hyundai Motor America.  I'm pleased to report that Hyundai Motor America has approved the repair and Mr. A************ contacted ****************** last week to update him on this matter.

  Mr. A************ will be certain to follow up with ****************** throughout the repair process.  We apologize for any inconvenience.

  All the best,

  Kevin R********

  Owner / President

  Alexandria Hyundai

  ******************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While setting up a service appointment, noticed an option for a car pick-up and drop-off service. I could find no way to schedule service online, so left 3 voicemails over 3 days to no avail. Used text chat feature was assured someone would contact me, also 3 times. Finally made a regular appointment and drove to drop off my car. Asked about the concierge service and was informed it is no longer available. Informed I could stay or come back the next day, but mentioned that I needed my AC and a rattling noise in my front driver side wheel area checked. Informed they would need to keep the car until Monday. Asked about a loaner and was told "it's a weekend, we don't have any cars", and also stated that their rental partner Enterprise was out of cars. Monday told there that a specific hose would be needed for the fix. I agree to all the service costs and am told it should be done Tuesday. Tuesday I reach out and am informed that they don't have the part in stock and will have to order it, but the car will be ready for pick up Wednesday between 4-5pm. I text my service tech at 4:10pm to see if the car was ready. They immediately call me to tell me the part didn't arrive and won't be until the 27th (today is the 22nd, I dropped the car off on the 18th). Told I could pick the car up if I wanted and bring it back, I just wouldn't have AC. I asked the status of the rattling noise in my front driver-side wheel and they forgot to check or forgot to write down that they did. I said they could just keep the car. Told they were STILL out of loaners, as was **********. Inquired if it had to be the ********** located near them, and they said yes. It is clear their chief concern was getting payment authorized, all else was a tertiary concern. Why could they not reach out to their rental partners to see if they could accommodate me walking one block to receive a rental? Why are there so many loaner cars out with no knowledge of when they will be returned? Why the lack of comms?

  

  Business response

  07/13/2022

  Dear *** ******:
  Thank you for your notification this Monday morning (7/11/22) regarding *** ****’s concerns.
  I sincerely apologize for the issues that *** **** set forth in his comments.  In terms of an update, my colleagues Travis C******** and Gerald A****** have been working with **. **** **** since June 23rd.  Mr. C******** delivered a loaner vehicle to *** **** in DC on June 23rd.   Shortly thereafter, the parts arrived to address the AC concern on *** ****’s vehicle.  Because of the issues *** **** encountered, Mr. C******** and *** **** came to an agreement whereby *** **** would pay for parts, and the dealership would cover the labor cost of the repair.
  On June 27th, Mr. C******** set up a follow up appointment to address the rattling noise in *** ****’s vehicle.  On July 12th, *** **** was provided a loaner vehicle while we assessed what was needed to address the rattling noise (and also the check engine light).  Today, July 13th, Service Manager Gerald A****** called *** **** and shared with him what repairs would be needed to address the aforementioned items.  *** **** is in the process of discussing the repairs with his wife.
  Again, thank you for bringing this matter to our attention.  Please feel free to reach out with any additional questions you may have.
  Best regards,
  Kevin R*****
  Owner / President
  Alexandria Hyundai
  Genesis of Alexandria
  Cell: ###-###-####

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  good morning. my name is ******. On MAY 17, I dropped my 2016 Hyundai ****** for a scheduled repair. my vehicle had not passed inspection due to the driver side window was not working, nor did the door lock, when i called (a few times) ask the operator to speak to Troy, who is the assigned service advisor- they always tell me that he is with a customer, when you get transfer to his phone line, there is no mail to leave a message. when i finally got to talk to him, he said that three diagnostics were needed At $159 each to find out what the problem was, days go by and i hear nothing, so i started calling back, when I finally talked to him, he tells me that an actuator is needed, so I said ok, again i hear nothing from him. I stopped by the shop i believe Thursday the 26 and talked to Troy personally, he then proceeds to tell me that a motor is needed, first the actuator, now the motor, so what's next, another part guess, so I am being charged for diagnostics that are useless. I've been using my sister's car, now she needs back, so is this dealership going to pay for car rental, until they get it fixed?.Yesterday (5/31) I started sending E-mails to different employees, including one that was address to the owner, hoping they find the solution, around 2:00pm a young lady, which i do not recall her name called me, she sounded concerned and seemingly willing to help, she she would have someone call me, It is 8:30am June 1 and nobody has called me to address the issue. THIS IS EXTREMELY IRRITATING. so if you please maybe you can do something about it thank you ************ ***********************

  

  Business response

  06/06/2022

  Dear ****************:

  Thank you for the email you sent yesterday (6/5) regarding **************.  I appreciate your bringing this matter to my attention.

  Today (Monday) I was sure to meet with our Service Manager Gerald A********** on this matter.  Mr. A************ indicated that he has been in touch with ************** and is in the process of repairing the vehicle.  Mr. A********** indicated that **. ****** vehicle should be complete by the end of business today or tomorrow.  Finally, Mr. A********** is keeping ************** informed as to the expected completion date and time for his vehicle.

  Again, thank you bringing this matter to our attention.

  Best regards,

  Kevin R***********
  Owner / President
  Alexandria Hyundai
  Genesis of Alexandria
  ******************

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 10, 2021, **. ***** entered your dealership for service to her 2012 Hyundai *******. Having discovered that her third-party protection plan would not cover the work she needed performed on her vehicle, your Business Manager Mike G******* proceeded to sale **. ***** a Hyundai Protection Plan (Premium Coverage). Through communications with Hyundai USA, our office was informed that the Hyundai Protection Plan (“HPP”) is only available for owners who have a Hyundai vehicle that has not yet reached the end of the original 5-year, 60,000-mile warranty, and there must be at least one month, and 1,000 miles left on the New Vehicle Limited Warranty. On the date Mr. G******* sold *** ***** the HPP, her vehicle was 9 years old and had 68, 172 miles on it. That means the vehicle was 4 years past and 8,000 miles over the new vehicle limited warranty and was thus not eligible for the HPP. Ms. Quick is elderly woman, with several ailments and your business manager preyed on her age and health condition. He knowingly sold her a protection plan that he knew she would not be able to utilize. This is Elder Abuse and is a violation of Va. Code Ann. § 18.2-178.1. Furthermore, your dealership has committed several fraudulent acts in violation of the Virginia Consumer Protection Act § 59.1-200, and the Extended Service Contract Act Chapter 34.

  

  Business response

  06/02/2022

  Dear ****************:

  Thank you for your correspondence via email Tuesday (5/31) regarding **. *****'s concerns regarding her Vehicle Service Contract and status of claim approval and repair.  I appreciate your bringing this matter to our attention.  We want to ensure every customer receives prompt, courteous and excellent customer service.
  
  First, the Vehicle Service Contract is valid and registered with HPP.  In addition to verifying through the HPP online system, we went a step further and called the HPP customer service number at 1-************.  *** *****’s contract number is **********.  The customer service representative confirmed that *** *****’s Vehicle Service Contract is valid and is on file.
  
  Next, in terms of repairs to *** *****’s vehicle, *** ***** and the service manager have been communicating in this regard.  *** ***** authorized the repairs of her vehicle using her vehicle service contract.  The required parts have been ordered, and should arrive next week.  *** ***** has the cell phone of the service manager Mr. A******.  Mr. A****** will be communicating regularly with *** ***** as to the arrival of the parts and completion of repairs.
  
  Again, thank you for reaching out to me regarding this matter.  I will continue to follow up with Mr. A****** to ensure *** *****’s vehicle is repaired in a timely manner, and *** ***** is updated on a regular basis on the status of her repairs.
  
  Best regards,
  
  Kevin R*********
  Owner / President
  Alexandria Hyundai
  Cell: ************

  Customer response

  06/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now. This is only because **. ***** is getting out of the hospital soon and needs her car.

  Thanks to the investigations into this issue the dealership has repaired the vehicle and returned it to **. *****. What is still unclear is the terms of the *** contract the dealership sold **. *****. All of the representatives I have spoken with at HPP stated that the warranty is not valid because her car was too old when she purchased the warranty. **************** claims that the warranty is valid.  Of course he says that, his dealership sold it to her. Can **************** get Hyundai corporation to provide **. ***** with a written document stating that the HPP is valid for the next 6 years or 60,000 miles.
  
  Regards,
  
  Danielle C****, Esq

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased 2021 Genesis G80 on 01/04/2022 - and when I visited another Genesis service location on 02/17/2022, they notified me that the warranty on my car actually started from 12/20/2020 - and it was further confirmed by ************************* from Alexandria location as well on 02/23/2022 (While salesperson initially denied the claim and said the other service location was simply wrong when I called him on 17th). I believe that the warranty of a car should start from when customer purchase/lease the car.

  

  Business response

  02/24/2022

  Good Afternoon. I hope this message finds you well.

  Thank you for the notification you provided yesterday.  Upon receiving the notification of the customer complaint, the General Sales Manager, Joon B*****, called ********** promptly to address the concerns detailed in the complaint.  Mr. B***** reviewed the information in the ******* ***** ******* system regarding ********'s ******* vehicle - e.g., retail date, complimentary maintenance, manufacturer's warranty, etc. Mr. B***** and ********** discussed the option of ********** purchasing his vehicle after lease end, and Mr. B******'s willingness to assist in this matter going forward should any issues arise (e.g., working with ******* ***** *******). Mr. B****** also emailed ********** a summary of their discussion and a screenshot of the ******* ***** ******* ****** information for **********'s record. Should ********** need any additional assistance, we are very happy to help in that regard. Mr. B****** was sure to give ********** his cell phone number, and let ********** know that he is welcome to reach out anytime.

  Best regards,

  Kevin R**********
  Owner / President
  Alexandria Hyundai
  Genesis of Alexandria
  Cell: ************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 9th, 2021 we purchased a certified pre-owned vehicle from Genesis of Alexandria. At that time, we also purchased an extended warranty for $2575. The warranty is cancelable at any time, and the purchaser is entitled to a full refund if cancellation is made within 30 days. On 12/5/2021, we opted to cancel the plan (see attachment). We received notification from Hyundai that the warranty was cancelled effective 12/6/2021 and to allow two weeks for the dealer to process our refund. Since we hadn't received our refund, on Monday 1/10/22, I began leaving v-mail messages for *************************, Finance Mgr. regarding our refund status. My calls were never returned. On 1/13, I sent an email to **************** requesting refund status. On 1/21, I sent the following e-mail to **************** and Cc: ***************, Gen. Mgr. "We have tried to engage you by phone and email. As a customer of ********************, Its unclear to us why we cannot obtain a response to our inquiry below. We look forward to hearing from you and resolving this matter quickly". Later that day I received an email from **************** stating that they would "process my cancellation request by tomorrow. "On 1/31, I sent another email requesting refund status. This time, **************** replied to my email suggesting that I contact ******************************* in his accounting dept. regarding payment status. I replied to **************** that I was tired of his "shell" game, and If ********************** didn't contact me by 2/1 with the status of our refund, that I would be filing a complaint with the BBB.PLEASE HELP!

  

  Business response

  02/16/2022

  Good Afternoon.  I hope this correspondence finds you well.

  I write to update you regarding this matter.  **. ****** reached out to me Friday, February 4th on this matter.  We had a very productive discussion, and I thanked him for taking the time to relay to me what had transpired up and until that point. I sincerely apologized for what had transpired, and then took ownership to resolve the issue promptly.  To that end, I had my accounting department process the refund promptly.  On February 11th, **. ****** was kind enough to email me letting me know he received the refund.  (I've attached a screenshot of the email correspondence regarding the receipt of refund).  I very much appreciated his email and kind words. I let him know I'm always here to help going forward.  

  Should you have any questions, please don't hesitate to contact me at *****************.  Happy to assist in any way I can.

  All the best,

  Kevin R*****

  Owner / President

  Alexandria Hyundai

  Genesis of Alexandria

  Customer response

  02/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off on a Monday Dec 6 in the evening for service on Tuesday December 7. I had to call the dealership 3 times to get an updated status on my vehicle. When i finally got someone on the phone my vehicle had not been looked at and i was sent a text link to communicate with my tech whom never responded. The communication for this location is terrible. I have literally been in this location calling the phone watching people not answer. Every visit to this location has been chaotic. After this dealership took 3 days to do a service on my vehicle I was able to come pick it up. When i got my vehicle home it would not start again after I just spent over $1,000 for them to do a maintenance. During the service the paperwork said the battery was good. When i got my car home the battery was dead. I dropped my vehicle off to the dealership again and it took 2 more days for them to put a battery into the vehicle. Once i paid another $320 for a battery I went to pick up my car and my property was stolen out of this car. I have been trying to get in touch with the manager ******, but he is never available. I have had his staff tell me he is sitting at his desk, he still will not answer. The lack of communication is unacceptable and after spending over $1,000 at ******** place of business i would think my vehicle would be returned to me with all of my belongings. There is not even a process in place for thefts at this dealership. Worst of all through the worst experience ever no leadership was ever available nor willing to get on a phone to hash out a resolution with me.

  

  Business response

  01/24/2022

  Good Afternoon.  I hope this message finds you well.

  Thank you for bringing **************'s matter to our attention. Immediately upon receiving your correspondence, I connected with our service manager, *******************************, to review ***********'s concerns. Please extend ************** our apologizes for all that transpired and the lack of communication he noted.

  ****************** and ************** connected shortly after my conversation with ******************, and ****************** promptly had a $200 check issued to **************.

  Again, we sincerely appreciate your bringing this matter to attention, and thus, have the ability to address **************'s concerns.

  We wish you all the best for a happy and healthy new year,

  ***********************
  Owner / President
  Alexandria Hyundai
  Genesis of Alexandria
  Cell: ************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8 i bought a car. On June 14 my car began to have problems such as my car shutting off in the middle of my driving, weather im on the high way or a commercial road didnt matter, my car just started doing this crazy thing. So i took the car back the next day and they informed my someone will look and see the issue. Apparently they had two or three different mechanics look into it and couldnt find an issue and they gave me my car back. This continued to happened were i dropped my car off and got it back the same way. They then informed that they would take my car to hyundai the manufacture company to tell whats wrong. And Hyundai kept my car for an entire month , no one has given me a rental or loaner so im paying for ubers back and forth to work as well as car insurance and a car note for a car i wasnt driving. Hyundai then said they found the issue which was a recall on my timing belt but when i got my car back , the very next hour my car did the same thing again. And now the very thing they said they fixed is still wrong with my car and now everyone is telling my i have to pay to get my own vehicle fixed and then will be compensated after If they feel I deserve it. I am contacting you all because i should not be responsible for the repairs on the car. I want a refund for the ***** i had to catch back and forth And i want them To repair my vehicle

  

  Business response

  11/15/2021

  Dear ****************:

  Thank you for your email regarding **. *** and her concerns regarding her Hyundai *******.  Upon receiving your correspondence, our service manager *************************** promptly contacted **. *** regarding her vehicle, and they discussed her concerns. **. *** is having her vehicle dropped off at our dealership, tomorrow, Tuesday, November 16th. From our records, the dealership that sold **. *** this vehicle referred the vehicle to us. Upon receiving **. ***'s vehicle tomorrow, *************************** will be certain to communicate promptly with **. *** in resolving this matter.

  Best regards,

  ***********************

  Owner / President

  Alexandria Hyundai

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩